Review and details of an installation of my whole house generator by Bob Garrett Services that took…read more9 weeks to complete
On June 18, 2025, I hired Bob Garrett Services LLC for what I expected to be a straightforward Generac generator installation. Instead, the project spiraled into a deeply frustrating and prolonged nine-week ordeal, plagued by operational failures and a pervasive lack of attention to detail. I'm sharing this factual account to help others make an informed decision about hiring this company for a whole house generator home installation.
The very first day set a concerning precedent. The crew accidentally severed a clearly marked fiber optic line. After they left, I discovered the newly poured concrete pad was installed below ground level, creating a flood risk. James Harmeling, the Power Operations Manager, was notified, and an additional cement block was eventually added. I also noticed numerous large oil stains and damaged asphalt on my less than three-year-old driveway. Both James and General Manager Mike Burroughs were notified, and I was informed Bob Garrett Services was now under new management.
On July 16, a more serious issue came to light. A Blossman Gas Company technician came to fill the propane tank and perform a mandatory safety inspection. He informed me that the gas lines were not installed to the manufacturer's specifications, which would void the Generac warranty. The technician also couldn't find the required anode bag, a crucial anti-corrosion component. The inspection immediately failed. A supervisor was sent out to dig for the missing anode bag, couldn't find it, and installed a new one. The gas lines were then redone to comply with the warranty specifications.
Two days later, on July 18, the Franklin County inspector failed the propane tank inspection a second time because he couldn't "lay eyes on the anode bag" because Garrett Services had prematurely backfilled. Blossman Gas was called out again, and using an air testing method, discovered a leak in the gas line. Management was informed. On July 19, Thomas (supervisor) came to the house to locate the anode bag, couldn't find it, and installed a new one. After pictures were submitted to the inspector, the propane tank inspection finally passed on July 20. On July 22, Blossman Gas performed and passed its final safety inspection. I had hoped this was the end of the issues.
Then on July 26, a break in my sewer line occurred. Mike Burroughs was informed, and I learned for the first time that the sewer line had been damaged during the installation. For approximately 3 days, my family was left without the ability to use any water requiring sewer drainage. While hotel accommodations were offered, we were unable to accept. On July 28, Davis Plumbing, a highly reputable local company, was hired to fix the break. Their assessment was deeply unsettling: the sewer line was likely struck by the mini excavator during Bob Garrett Services' installation and then improperly repaired using an electrical conduit. Davis Plumbing noted that the dirt from the leak was contaminated and needed to be removed, with the repaired pipe properly supported and backfilled. Davis Plumbing completed the repair correctly by 5:00 p.m. that day.
Fifteen days later, after heavy rainfall, the contaminated dirt began to slide onto the newly repaired pipe. After another call to management, I was informed they were still trying to find a contractor to handle the removal. I suggested WZ Digs, a company with a proven track record, and they were finally contracted. On August 12, WZ Digs performed a superior job of removing the contaminated soil, replacing it, and backfilling the area before planting grass.
The final inspection on August 21 offered a perfect microcosm of the entire experience. A crucial loose bolt was discovered. Four bolts are required for proper stabilization, but only three had been installed. It was a final reminder of the consistent lack of attention to detail that defined the entire project. The one bright spot in this final phase was a technician named Collin, who had an impeccable work ethic and was extremely patient and kind. Collin installed the fourth bolt, finally bringing this nine-week-long installation to a close.
While Bob Garrett Services LLC eventually corrected all the issues and provided a discount, the peace of mind I sought was never achieved. My anxiety about the quality of this installation remains. I am fortunate the improperly patched sewer line broke during installation, but I'm left with a constant sense of unease, worrying about what costly, hidden problems may still exist. An analogy would be an airbag improperly installed and then repaired by the same company would work when you need it most. I harbor no ill feelings toward the company, but I feel it is necessary to highlight the deeply concerning operational practices I encountered for the sake of consumer awareness.
